Call centre management is the way in which organisations manage the daily operations of the call centre, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call centre management can be modernised with workforce optimisation (WFO) solutions.
When a call centre modernises beyond just phone calls to support digital channels, it is even more critical to integrate these services into one seamless connection. The Genesys Customer Experience Platform offers solutions for call centres to provide a unified and consistent omnichannel customer experience at every touchpoint and channel. The platform preserves context and history across interactions as a customer transitions between channels, which improves customer service levels and customer experience.
Read this ebook to learn the key benefits of choosing a technology provider that delivers the optimal integrated call centre solution.
